CX Insights Consultant - WCIB

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

U.S. Bank is seeking a Customer Experience (CX) Insights Consultant to play a key role in shaping and improving client experiences within Wealth Management (WM). In this role, you will partner directly with business leaders to turn data and research into clear actions, drive resolution of high-impact client pain points, and influence decisions that improve outcomes for both clients and the business.

This is a highly visible role at the intersection of strategy, insights, and execution and is ideal for someone who thrives on solving complex problems, collaborating across teams, and seeing their work translate into real, measurable impact.

Key Responsibilities

• Lead development and execution of CX insight strategies for Wealth Management, integrating research, analytics, and client and employee feedback.
• Manage and advance Wealth Management client experience pain points through the Enterprise Continuous Improvement Initiative (ECII), partnering with business leaders and internal teams to drive prioritization, resolution, and measurable impact.
• Partner with Wealth Management leadership to shape priorities and influence decisions, translating insights into actionable recommendations and driving execution.
• Define and track key CX metrics (e.g., CSAT), using data to monitor performance, measure impact, and identify trends and growth opportunities.
• Synthesize quantitative, qualitative, and operational data into clear, compelling insights that inform strategy and decision-making.
• Collaborate with cross-functional teams, including research, analytics, product, operations, and digital, to implement and scale experience improvements.
• Apply journey- and persona-based approaches to identify root causes and improve end-to-end client experiences.

Basic Qualifications

• Bachelor's degree, or equivalent work experience.
• Typically 10 or more years of related experience.

Preferred Skills/Experience

• Experience in customer experience, insights, analytics, business strategy, or related disciplines.
• Strong ability to translate data and research into clear, actionable insights that drive business outcomes.
• Demonstrated experience influencing stakeholders and leading cross-functional initiatives from concept through execution.
• Experience working with customer experience metrics (e.g., CSAT, NPS) and using data to measure performance, identify trends, and evaluate impact.
• Excellent communication, presentation, and storytelling skills, with the ability to convey complex insights to senior leaders and business stakeholders.
• Proficiency with research and analytics tools (e.g., Qualtrics, Quantum Metric) and business applications such as PowerPoint and Excel.
• Experience in banking, wealth management, financial services, retail, manufacturing, or related industries.
• Background in customer experience, journey mapping, voice-of-the-customer programs, or customer insights initiatives.
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities and stakeholders.
• Demonstrated ability to influence decisions and drive results without direct authority.
• Experience leveraging qualitative, quantitative, and operational data to develop business recommendations and improve client experiences.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is not eligible for visa sponsorship.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here .

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $105,400.00 - $124,000.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.